Edward Goodman · Nov 14, 2024 ยท 9:39 PM
Outbound · 08:09 · Planner: Lauren Riesenberger · +13015185426
“I don't wanna press one luck with you guys good, good service here in good pricing.”
Send Edward the full confirmation package by end of tonight: Explorer deposit receipt ($432), American Airlines ticket confirmation with seats 3D and 14A, and Pavlus invoice showing the revised total rebate of $1,957. Call back within 48 hours to confirm receipt of all emails and confirm frequent flyer miles are properly credited.
Full analysis
What happened
Edward called to finalize a cruise booking for two passengers. Lauren confirmed a total cruise price of $8,640 with a $2,160 promotional discount and a $432 deposit, with final balance of $8,208 due April 22nd. Edward comparison-shopped against cruise.com and vacationstogo.com, initially believing those sites showed lower prices ($8,100 total vs. Pavlus's $8,640), but Lauren clarified that competing sites were likely advertising prices with rebates already factored in. Once Edward recalculated including Pavlus's $865 rebate, he acknowledged Pavlus was competitive or better. Lauren also arranged airfare and increased Edward's total rebate to $1,957 (combining the $1,313 cruise rebate plus $644 to cover a price difference Edward had noted). The call ended with confirmation details: airline seats, deposit charge, and frequent flyer number integration with American Airlines.
Emotional read
Edward started cautiously skeptical, frustrated by pricing clarity and comparison shopping results, but warmed significantly when Lauren explained the rebate structure. By call end, he was appreciative and complimentary ('you hit a home run'), displaying relief that Pavlus's total was actually competitive. His emotional arc moved from mild frustration to satisfaction and trust.
Emotional arc through the call
Edward started frustrated and skeptical about pricing and clarity, then improved significantly when Lauren resolved his comparison-shopping concern, ending the call expressing gratitude and confidence.
How customer sees Pavlus
- positive · I appreciate the service in courtesy
- positive · you're like an airplane overbook except you eventually get everybody there (acknowledging Pavlus eventually delivers despite delays)
- positive · I don't wanna press one luck with you guys good, good service here in good pricing
- positive · you hit a home run, you hit a home run (praising Lauren's explanation of rebate strategy)
- positive · Thank you. You, you're wonderful.
Process friction
- price comparison confusion: Edward had to cross-reference competitor sites and recalculate his own numbers to confirm Pavlus's competitive positioning
Value perception
Edward initially doubted Pavlus's value versus online competitors, but after Lauren clarified that competitor advertisements include rebates, he concluded 'you win' and acknowledged Pavlus offered equivalent or better pricing. His statement 'I don't wanna press one luck with you guys good, good service here in good pricing' suggests he sees value in the combination of service quality and pricing.
Customer behaviors
actively comparison-shopping against cruise.com and vacationstogo.com during the callperforming real-time price calculations on competing websitesexpressing initial skepticism then warming after agent clarificationrequesting specific cabin and seat assignmentsfinalizing frequent flyer details at booking stage
Topics & signals
| Topics | cruise pricing and depositscabin selectionprice comparison with competitorsairfare bookingrebate calculationfrequent flyer integrationconfirmation process |
|---|---|
| Cruise lines | Explorer (cruise line)American Airlines |
| Buying signals | confirmed willingness to proceed with $432 depositprovided specific seat requests (3D-N-H, 14A-N-C) for airfareasked about frequent flyer number integration at final stageaccepted final balance amount of $8,208 due April 22nd |
| Objections | price appears higher than cruise.com and vacationstogo.com listingsconfused about per-person vs. total deposit chargesconcerned about cabin category and location on ship |
Analyzed 2026-05-23 19:17:06 by claude-haiku-4-5-20251001. Confidence 0.78.
Transcript (7,193 chars)
Customer: Hi Lauren. Agent (Lauren Riesenberger): Hey, Ed. How are you? Customer: Okay. Agent (Lauren Riesenberger): Alright. So, everything worked out. It is $3,250 I checked with Leanne so we can book it, and I will increase the rebate to cover the difference from yesterday's price in today's price. Customer: Okay, and that's about the 650 or so. Agent (Lauren Riesenberger): Let's see. I wrote down, you had 2928 and now it's 3250 yeah, now like, yeah, 6:40 four. Customer: Oh, so, the difference times, the difference times too. Customer: Bless you, I can't argue, I get frustrated with the waiting but I appreciate the service in courtesy. So, I, yeah, you're, you're overbooked, you're like an airplane overbook except you eventually get everybody there. Agent (Lauren Riesenberger): Well, I appreciate your patience and okay. Agent (Lauren Riesenberger): I know. I'm trying, I'm trying, I'm trying but I will get these confirmed, I will confirm explorer change the cabin make the deposit there. So you'll see two charges, one for explorer 432 for the deposit. And then for the airline tickets. Customer: Okay, and you you're sure about that. 4:32 that seems strange when I looked at the invoice I thought it was per person but. Agent (Lauren Riesenberger): I mean, I'm, like I said I'm looking at it right now and it does say, okay, so, first deposit, $432 due date, amount due $432, I'm going that, that's one that's total, it's total. Customer: But that's per person now. Agent (Lauren Riesenberger): No, that's total. You have a reduced. Customer: The whole cruise together is $8,000 for two of it. Agent (Lauren Riesenberger): Correct. So. Right. So with the current promotion, the twenty percent promotion that you guys are receiving, it's an exclusive sale 2160 off, that also comes with a reduced deposit, so that's why. Customer: Okay, so the total price of the trip is around $8,200. Give her take. Agent (Lauren Riesenberger): Correct, the final balance will be 8208 do April 22nd and then you get our rebate. Customer: Like be 828208 plus the 4:30 two. Agent (Lauren Riesenberger): Yeah, no, no, no, no, so with the savings that you I'm gonna break it down so the cruise there is $5,400 per person and then you each or total you guys are receiving $2,160 off a total so it brings the total down to $8,640 for the cruise. Customer: Okay. Agent (Lauren Riesenberger): And then minus $432, we leave you a final balance of $8,208 in April. Customer: 8208. Agent (Lauren Riesenberger): Yes, for the final. Customer: For the final now that's you have a second because. Agent (Lauren Riesenberger): Mm-hmm. Customer: And that's for the second to the cheapest cabinet. So, so I can get a little bit more a little better location. That's for the second to the cheapest cabin, because when I go on and then then I don't wanna press one luck with you guys good, good service here in good pricing. But let me just look at some, something here. It'll make me happy, you'd be patient. Okay I'm going to the big on the web competitor. Agent (Lauren Riesenberger): Correct, correct. Agent (Lauren Riesenberger): Mm-hmm. Agent (Lauren Riesenberger): Okay, yeah, go ahead. Agent (Lauren Riesenberger): Okay. Customer: And I'm booking is are your buddy of cruise.com and I'm booking. Customer: That's the best general website around. Agent (Lauren Riesenberger): I know. Customer: That and vacations to go, if we just wanna look at itineraries, it's not good for price, but it's great price. Inari. Alright. So they're showing a price of $4,050 for the cheapest Catherin, so let me put that in for the second cheapest cabin in. Agent (Lauren Riesenberger): Mm-hmm. Customer: Hang on. Customer: There that works wake up. Agent (Lauren Riesenberger): Might be a lis exclusive. That may be why. Customer: Now, they're showing 8nowcruise.com it's showing <CURR> even for the $8,100 same cabin 858015 they're showing a total of <CURR>. Agent (Lauren Riesenberger): For what? Customer: And you guys are showing me $8,640 so I just thought I'd let you know that I again, I don't want have you already been nice on the price. I do you guys like to know any Nott. Agent (Lauren Riesenberger): That might include their rebate, they maybe do their rebate in that. I don't know how they do that. Click-through click. I'm interested. Customer: That's right, that's right. That doesn't include your rebate, your rebates. What about $800, what was it, seven something. Agent (Lauren Riesenberger): Hold on one second. 865. Customer: Yeah, if I count the rebate if you win, you're right. I forgot about that. If I count the rebate you win. Agent (Lauren Riesenberger): That's probably how they're advertising it with the savings include the rebate included. So, you're getting, yeah. Customer: That's probably it, you, very good point, very good point, you hit a home run, you hit a home run you. Agent (Lauren Riesenberger): If you find it, usually I try but if you do find it's cheaper let me know. But, yeah, with the rebate and then the extra savings, it's actually better from Ablis but yeah, got, it's always get to compare. Alright, so what I'll do. Customer: Yeah, okay. Agent (Lauren Riesenberger): I'll confirm your flights with Leanne we could be good to go. You'll get your confirmation shortly by the end of tonight that they're ticketed with the seats that you requested three D-N-H, fourteen A-N-C. And then I will send over the confirmation from explorer, showing you are deposited for $432. Customer: Okay, and then I'll get a Ablis invoice, showing the full including your enhanced to rebate. Agent (Lauren Riesenberger): Correct, and then what I'm gonna do is in, I'm gonna do a note that since we did your airfare for this, I will submit the rebate for that hold on one second. Customer: And that would be the 1313 plus the difference that you're making up to me. Agent (Lauren Riesenberger): Got it. Yup, $1,313 was that for the rebate. And then, how much $644 so, your new rebate, sir will be $1,957 for the airfare that since we booked your to. And then also, just the increase to cover the price difference for this airfare. Customer: Thank you. You, you're wonderful. We can you. Thanks one more thing. And, and then so the frequent flyer numbers are going to be in there. So, if I go into the American airlines website and sign in under my frequent player number that the. Agent (Lauren Riesenberger): Mm-hmm thank you sir. Thank you, thank you. I'll be. Agent (Lauren Riesenberger): Correct. Yes, and if, and if there's any other like nu numbers or anything like that you need to update with American, you can do that but no, we'll put your American numbers in there for sure and you'll get your miles. Customer: Okay. So, so it will show now do you have a Ali locator code or do you just, will give me the American locator code? Agent (Lauren Riesenberger): It will be American you'll get the American locator code. Customer: Alright, thanks a lot. Agent (Lauren Riesenberger): Alright, sir. If there's not a problems, I'll give you a callback. Otherwise, look for all these emails from us and I appreciate you. Alright, take care. Bye-bye. Customer: Okay, appreciate it. Bye-bye.